Summary
Work History
Education
Skills
References
Timeline
Generic

Estefanía Alarcón Guerrero

Mexico City

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Work History

Conference Executive

Servimed S.A de C.V.
01.2018
  • Managed multiple conferences concurrently, handling accommodation, budgeting, catering, marketing, reception, and sales
  • Ensured the smooth execution of all events, meeting client demands, and ensuring compliance
  • Traveled to various work sites across Mexico to ensure conference success
  • Analyzed each project, prioritized work, and coordinated service requests with subcontractors
  • Managed inventory using Microsoft Excel and CRM software.

Customer Service Representative

Qualfon Mexico
01.2015
  • Received and processed support tickets via chat for a popular transportation app
  • Created solutions for drivers and riders, performing detailed investigations and escalating tickets accordingly
  • Handled multiple tickets in Tier 1 and Tier 2, providing outstanding customer service
  • Utilized bilingual skills (English, Spanish) to fulfill customer requirements
  • Conducted technical analysis on customer accounts.

Customer Success Manager

Product School
- 01.2021
  • Led projects to recover accounts and improve processes using Jira and Slack
  • Oversaw contract processes for students and instructors
  • Provided efficient customer service via Zendesk and Slack
  • Coordinated schedules for upcoming cohorts
  • Managed class success by ensuring contract compliance and automation functionality
  • Processed refunds through outbound calls and Stripe
  • Coordinated a small team for specific projects.

Social Media Associate

Lyft
- 01.2021
  • Provided focused customer service on escalated cases via social media
  • Led a Tier 1 team for initial customer service on social media
  • Managed social media workflows during captain duties
  • Responded to escalated tickets on Zendesk and managed investigation projects in Jira
  • Contributed to mid-term and long-term projects for customer advocacy.

Education

Interpretation and translation Degree -

Instituto Superior de Intérpretes y Traductores
01.2024

Skills

  • Project Management (Jira & Slack)
  • Customer Service (Zendesk & Social Media)
  • Team Coordination
  • Contract Management
  • Social Media Management
  • Customer Advocacy
  • Refund Processing (Stripe)
  • Inventory Management (Microsoft Excel & CRM)

References

Available upon request

Timeline

Conference Executive

Servimed S.A de C.V.
01.2018

Customer Service Representative

Qualfon Mexico
01.2015

Customer Success Manager

Product School
- 01.2021

Social Media Associate

Lyft
- 01.2021

Interpretation and translation Degree -

Instituto Superior de Intérpretes y Traductores
Estefanía Alarcón Guerrero